Customer Is Filming You Work: How to Respond
Your legal rights, when you can refuse filming, how to set boundaries without conflict, and using customer footage to your advantage.
Customer stands in the doorway with phone out, filming everything you do. No explanation. Just silent recording.
Here's what UK law says about being filmed at work, when you can refuse, and how to use customer footage to protect yourself instead of fighting it.
Your Legal Rights When Customers Film You (UK Law)
Customers can film you on their property—but you have rights too:
UK Law on Filming Tradespeople
What customers CAN do:
- Film on their own property – It's their house, they can record what happens there (no expectation of privacy in their home when you're working)
- Use footage for personal records – Quality assurance, dispute evidence, insurance claims
- Share footage with authorities if needed – Police, Trading Standards, insurance companies (legitimate purposes)
- Install security cameras/doorbell cams – Ring, Nest, etc. can record you arriving/working if visible from outside
What customers CANNOT do:
- Publish footage without consent – Posting you on social media, YouTube, TikTok without permission = potential GDPR/privacy violation
- Film maliciously to harass – Following you around, zooming in aggressively, commentary designed to humiliate = harassment
- Use footage commercially – Selling footage, using in ads, monetizing content featuring you without agreement
- Film you in bathrooms/changing areas – Anywhere with reasonable expectation of privacy = illegal
Your rights:
- Right to refuse work – If being filmed makes you uncomfortable, you can decline the job (but can't force them to stop filming on their property)
- Right to set conditions – "I'm happy to be filmed for your records, but please don't post it on social media without asking me first"
- Right to access footage (GDPR) – If they've recorded you, you can request a copy under Subject Access Request (within 30 days)
- Right to report harassment – If filming is aggressive/intrusive/designed to intimidate, report to police
Bottom line: They can film on their property for their records. You can refuse to work if you're uncomfortable. Neither of you can post footage publicly without the other's consent.
When Customer Filming Is Reasonable (And Expected)
Not all filming is hostile. Sometimes it's sensible documentation:
| Filming Scenario | Customer's Reason | Your Response |
|---|---|---|
| Time-lapse of project | Documenting transformation (kitchen refit, extension build) | Reasonable. Offer to position yourself well for their video. Ask them not to post until project complete. |
| Before/after evidence | Insurance claim, building control, landlord evidence | Reasonable. Take your own photos too—ensures you both have records. |
| Technical explanation | "Show me how this boiler works" so they can reference later | Reasonable. Speak clearly to camera, demonstrate controls, explain maintenance. |
| Proof of attendance | Vulnerable customer (elderly, living alone) films for safety | Reasonable. Introduce yourself on camera: "I'm [name] from [business], here to [job]." |
| Security camera (passive) | Ring doorbell, driveway cam—just capturing who's on property | Reasonable. Ignore it—passive security cameras aren't personal. |
| Social media content | "Can I film this for my TikTok/Instagram?" (asks permission) | Your choice. If you agree: "Sure, but please tag my business [handle] and don't post until I approve final edit." |
Rule of thumb: Filming for records = reasonable. Filming for social media = requires your consent. Aggressive/intrusive filming = you can refuse to work.
When You Can Refuse to Be Filmed (Red Flags)
Some filming crosses into hostile territory. Here's when to push back:
| Red Flag Behaviour | Why It's a Problem | Your Response |
|---|---|---|
| Close-up recording with commentary ("Look at how he's doing this wrong...") | Designed to catch mistakes, build case for dispute | "I'm not comfortable being filmed like this. I'm happy to explain my process, but if you don't trust me, maybe we're not a good fit. Would you like me to continue?" |
| Livestreaming your work | Broadcasting to unknown audience in real-time = loss of control | "I'm not comfortable being livestreamed. You can film for your records, but please don't broadcast this live." |
| Filming without disclosure (hidden camera, recording audio secretly) | Deceptive; potentially violates trust/professional relationship | If discovered: "I'd prefer if you'd told me about recording. For the rest of this job, please be upfront if you're filming." |
| Aggressive/intimidating filming (following you, blocking your work, zooming in on face) | Harassment, creates hostile work environment | "This is making it hard for me to work safely. If you need to film for records, that's fine, but please give me space. Otherwise I'll need to stop and leave." |
| Customer threatens to post footage ("I'm posting this on Facebook unless you...") | Coercion, attempted blackmail | "I'm stopping work now. Threatening to post footage is not acceptable. I'll invoice you for work completed to this point." |
| Filming you with clearly malicious intent (trying to "catch you out") | Adversarial relationship = job will end in dispute regardless | "It seems like you don't trust me to do this job properly. I think it's best if I step away and you find someone you're comfortable with." |
Key principle: If filming creates a hostile work environment or is clearly designed to trap you in a gotcha moment, walk away. The job will end badly regardless.
How to Set Filming Boundaries (Without Conflict)
Scripts for addressing customer filming without escalating tension:
Filming Boundary Conversation Scripts
When customer starts filming without explanation:
You: "I notice you're filming—that's fine, totally understand you want a record of the work. Just to set expectations: I'm happy to be filmed for your personal records, but I'd appreciate if you don't post it on social media without checking with me first. Sound fair?"
(Most customers will agree. Sets boundary without accusation.)
When customer asks permission to film:
Customer: "Do you mind if I film this for my records?"
You: "Not at all—sensible to have documentation. I actually recommend customers do that. If you want, I can narrate what I'm doing so it's clear on the footage. And I'll take my own photos too so we both have records."
(Turns filming into collaborative documentation rather than surveillance.)
When customer wants to post on social media:
Customer: "Can I post this on Instagram to show my followers the renovation?"
You: "Happy for you to do that—couple of requests: (1) Please tag my business [handle/page] so people know who did the work, (2) Let me see it before you post so I can check it shows the work in good light. If it gets any traction, it's great marketing for both of us."
When filming makes you uncomfortable:
You: "I'm finding the close-up filming a bit distracting—makes it hard to concentrate. I'm confident in the work I'm doing, and I'm happy to walk you through everything when I'm done. For now, could you give me a bit of space to work? You can film the finished result."
When you discover hidden camera:
You: "I've noticed the camera [location]. I'd prefer if you'd told me about it upfront—I've got nothing to hide, but professional courtesy is important. Going forward, if you're recording, please just let me know. Helps me make sure I'm explaining things clearly on camera."
(Non-confrontational, but signals you expect transparency.)
Using Customer Footage to Your Advantage (Turn Surveillance Into Marketing)
Customer filming you can actually work in your favour:
| Scenario | How to Use It | Marketing Value |
|---|---|---|
| Customer posts positive review with footage | Share to your social media, website testimonials, case studies | Third-party validation = more credible than your own marketing |
| Time-lapse of project transformation | Request copy, ask permission to use in portfolio/proposals | Visual proof of quality work = win more similar jobs |
| Customer disputes quality | Request footage via GDPR Subject Access Request = evidence in your favour | Protects you in disputes (their own footage shows work was sound) |
| Footage shows you explaining maintenance | Proves you educated customer on proper use/care | Defends against "you didn't tell me" complaints |
| Customer films before/after state | Ask for copy—proves pre-existing issues weren't your fault | Evidence that protects you from blame for prior damage |
Pro tip: When customer is filming, treat it as free marketing footage. Speak clearly, explain what you're doing, demonstrate professionalism. If they post it, you look good. If they don't, no harm done.
Recording Customers Yourself (For Your Protection)
You can record customers too—here's how to do it legally and professionally:
Tradesperson Recording Best Practices (UK)
What you can record:
- Photos/video of work site – Before, during, after documentation (always recommended)
- Audio/video of customer conversations – Legal in UK if YOU are part of the conversation (one-party consent)
- Dash cam in van – Public roads = no expectation of privacy, perfectly legal
- Body cam (with disclosure) – Legal, but tell customer: "I record all jobs for quality/safety records"
Why you should record:
- Proof of pre-existing damage (customer can't blame you later)
- Evidence of customer approval/sign-off ("you agreed this was fine")
- Protection from false accusations (harassment, poor work, theft)
- Documentation of what was actually done (scope creep disputes)
How to record professionally:
- 1. Disclose upfront: "I take photos/video of all jobs for records. That okay with you?"
- 2. Use for legitimate purposes only: Quality control, dispute resolution, training—NOT social media without consent
- 3. Store securely: Encrypted cloud storage (not public Dropbox), delete after 12 months unless needed for dispute
- 4. Don't share without consent: Before/after photos on your website = ask customer permission first
- 5. Comply with GDPR: If customer requests deletion of their footage, you must comply (unless needed for legal dispute)
Recommended recording setup:
- Phone camera: Time-stamped photos at start/end of each job (free, always with you)
- GoPro/action cam: Hands-free recording for complex jobs (£150-300)
- Voice recorder app: Record customer conversations where they approve work/changes (free)
- Van dash cam: Continuous recording when driving (£50-150)
The Verdict: Film Back (Professionally)
Customers can film you on their property—and you should welcome it when done reasonably.
Here's your filming strategy:
- 1. Set boundaries upfront – "Happy to be filmed for your records, please don't post on social media without asking"
- 2. Treat filming as free marketing – Speak clearly, demonstrate expertise, look professional
- 3. Record your own documentation – Before/during/after photos + video of customer approvals
- 4. Use footage to your advantage – Request copy for portfolio, testimonials, dispute evidence
- 5. Walk away from hostile filming – Aggressive/malicious recording = job will end in dispute anyway
- 6. Know your rights – They can film on their property, but can't post you publicly without consent
The tradespeople who panic about being filmed are the ones with something to hide. The ones who do great work? They welcome documentation—it proves their quality.
Let them film. Film yourself too. When the work is solid, footage protects you both.